Privacy Policy

MyHelp is a product and service operated by SATTVACARE Private Limited. MyHelp supports households seeking household professionals such as nannies, cooks and chefs, house help, house managers, drivers, gardeners, security personnel and pet carers. This Policy applies to customers, professionals, applicants, referees, emergency contacts, website visitors and other individuals whose information we process.

The information we collect depends on how you interact with MyHelp and the services you request.

• Account and contact information, such as name, phone number, email address, login or one-time-password records and communication preferences.
• Customer and household information, such as service address, staffing requirements, schedules, household preferences, family details, information about children or pets, and access or safety instructions you choose to provide.
• Professional and applicant information, such as photograph, identity details, work history, skills, qualifications, availability, preferred roles, references, emergency contacts, interview records and verification or screening information.
• Transaction and service information, such as enquiries, orders, interview scheduling, selections, onboarding progress, replacements, support history, invoices and payment status.
• Communications, feedback and safety information, including messages, call notes or recordings where notice and consent are provided, reviews, complaints, incident reports and evidence supplied to us.
• Technical information, such as IP address, device and browser data, app identifiers, log data, crash diagnostics, approximate location and, if enabled with permission, location information needed for a feature.
• Cookies and similar technologies used for essential functionality, security, analytics and preferences. A separate Cookie Policy or consent notice may apply.

We may collect personal data directly from you; from customers, professionals, applicants, referees or authorised representatives; automatically through our website or application; and from verification, screening, payment, communications, cloud-hosting, analytics or support providers where legally permitted.

We use personal data only for defined, legitimate purposes connected with operating and improving MyHelp.

• Create and secure accounts, authenticate users and provide support.
• Understand household requirements and identify potentially suitable professionals.
• Build professional profiles and coordinate interviews, selection, onboarding, follow-ups and replacement support.
• Conduct or facilitate identity, reference, qualification and background checks where appropriate and legally permitted.
• Process payments, maintain business records and prevent duplicate or fraudulent activity.
• Communicate service updates, reminders, safety notices and requested marketing messages.
• Monitor service quality, investigate complaints or incidents, enforce our terms and protect users, MyHelp and the public.
• Analyse and improve our services, accessibility, reliability and user experience using appropriately limited data.
• Comply with legal, regulatory, tax, accounting and law-enforcement obligations.

Depending on the circumstances and applicable law, we may process personal data because it is necessary to perform a contract or take requested pre-contract steps; to comply with a legal obligation; for our legitimate interests or those of another person where those interests are not overridden by your rights; to protect vital interests; or with your consent.

Where we rely on consent, you may withdraw it at any time. Withdrawal does not affect processing already carried out lawfully and may prevent us from providing a feature that requires the information.

Some staffing services may involve sensitive personal data, identity documents, background information, precise household information or information relating to children. We limit such collection to what is reasonably necessary and apply additional safeguards where appropriate.

A parent, guardian or authorised adult should provide children’s information only where necessary for the requested service. We process it in the child’s best interests and in accordance with applicable consent and verification requirements. MyHelp is not intended for children to create accounts independently.

We do not sell personal data. We may share only the information reasonably needed for the purpose with:

• Customers and professionals, to support matching, interviews, selection, onboarding and service coordination. We may limit direct contact or sensitive details until they are needed.
• Verification, screening, payment, messaging, cloud-hosting, analytics, customer-support, professional-adviser and other service providers subject to appropriate obligations.
• Regulators, courts, law-enforcement authorities or other persons where disclosure is required by law or reasonably necessary to protect rights, safety or security.
• A buyer, investor or successor in connection with a proposed or completed business transaction, subject to confidentiality and applicable law.

Payments may be handled by authorised payment providers. MyHelp generally does not need to store complete card or mobile-money credentials where the payment provider processes them directly. Third-party websites, applications or services have their own privacy practices, and this Policy does not control them.

MyHelp and its service providers may process or store personal data outside Kenya. Where data is transferred internationally, we take steps required by applicable law, which may include assessing the destination and recipient, using contractual or other safeguards, obtaining consent where required, and limiting access and onward transfers.

SATTVACARE Private Limited is incorporated in India, and MyHelp serves users in Kenya and other supported markets. Our website and application infrastructure is hosted with Amazon Web Services in Mumbai, India (AWS region ap-south-1). Personal data submitted through the website — including service requests and launch-notification sign-ups — may therefore be processed or stored in India, Kenya or other countries in which our service providers operate. We apply the safeguards required by applicable law for cross-border processing and transfers.

Personal data is handled in line with Kenya's Data Protection Act, 2019. Complaints may be raised with the Office of the Data Protection Commissioner (odpc.go.ke).

We retain personal data only for as long as reasonably necessary for the purposes described in this Policy, including providing services, maintaining records, resolving disputes, preventing fraud and complying with legal, tax, accounting or regulatory duties.

Retention periods vary by data category and context. When information is no longer required, we take reasonable steps to delete, anonymise or securely isolate it, subject to backup cycles and lawful preservation requirements.

We use reasonable technical and organisational safeguards designed to reduce the risk of accidental or unlawful loss, misuse, alteration, unauthorised access or disclosure. Measures may include access controls, authentication, secure transmission, logging, backups, staff confidentiality obligations, supplier controls and incident-response procedures. See also our Security & Compliance Statement.

No website, application, database or transmission method is completely secure. You should protect your device, one-time passwords and account access and promptly report suspected misuse.

Subject to applicable law, you may have the right to be informed about our processing; access your personal data; object to or restrict certain processing; correct inaccurate or misleading data; request deletion; request data portability; withdraw consent; and complain to the Office of the Data Protection Commissioner (ODPC). To exercise a right, contact us using the details below. You may also contact the ODPC through its official channels at www.odpc.go.ke.

We may need to verify your identity and may lawfully retain or withhold certain information.

When you submit a service request or join the app launch list on our website, you may choose to receive WhatsApp updates about your request and MyHelp services, and/or email product and launch updates. Those preferences are stored with your enquiry. We may send marketing only where permitted. You can opt out by replying STOP on WhatsApp, using any unsubscribe link we provide, or emailing support@myhelpapp.co. We may still send non-marketing messages needed for your account, transactions, safety or support.

If a personal-data incident occurs, we will assess it, take reasonable containment and remediation steps, document and investigate it, and notify affected people and the relevant authority where required within applicable statutory timeframes.

We may update this Policy to reflect changes to our services, practices or legal obligations. The revised version will show an updated date. Where a change is material, we may provide additional notice through the website, application, email or another appropriate channel.

For privacy questions or complaints:

If you are dissatisfied with our response, you may complain to the ODPC. Nothing in this Policy limits rights available under applicable law.